Hybrid Technical Support Associate

at Cotality

• Job title: Technical Support Associate
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $38,500 - $41,600 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Dallas, United States

About the role

• Technical Customer Care Associate supporting internal and external users with technical issues for property intelligence. Managing inquiries and providing first level assistance while ensuring customer satisfaction.

Responsibilities

• Support both internal and external users with basic technical and application issues / questions
• Manage inbound inquiries on behalf of client, acting as an extension of our client
• Remain in available status per business guidelines to handle incoming phone and email queues. Inquiries can be phone, email, or web
• Provide first level assistance for defined technical problems and escalate issues per business guidelines
• Complex use of multiple systems to service customer inquiries (can be up to 10 systems)
• Interpret and diagnose issues by reviewing logs, scripts or debugging applications
• Accurately documents every interaction within CRM and ticketing systems
• Consult knowledge database to optimize resolutions and follow through on resolution
• Provides timely follow up to close the loop with customers per business guidelines
• Notes any trends with incoming issues and notifies their manager in a timely manner so that the level of attention is broadened
• Must adhere to strict schedule and meet attendance guidelines

Requirements

• High School Diploma or GED required
• Two-year technical degree or 2 years of technical work-related experience strongly preferred
• 1+ years of customer support experience required; 2 years or more preferred
• Technical help desk or Contact Center experience is a plus
• Aptitude for providing excellent customer service
• Strong communication skills including written for email communications (grammar, punctuation, spelling)
• Problem solving and effective listening skills
• Telephone etiquette
• Able to multi-task while speaking with a customer for most efficient service delivery
• Working knowledge and proficient with Microsoft Office Suite
• Meet attendance schedule with dependability and consistency per business guidelines

Benefits

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition Rewards, Referral bonuses, exclusive discounts and more!